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Anon116815's avatar
Anon116815
Active Contributor
3 years ago

Unattended Access client listed as "In Session" When I am not connected

I can't connect to a client in my unattended list that I was successfully connected to yesterday.  The unattended status for the client is listed as "In Session"  I ended and closed the session yeste...
KateG's avatar
KateG
GoTo Manager
3 years ago

Hi Anon116815 nice to see you! 

 

In some cases, Unattended Access gets stuck on a computer and the issue can usually be resolved following these steps: 

 

  1. Go to 'services.msc'
  2. Look for the LMI_Rescue_UA or LogMeIn Rescue service on that machine
  3. Right click on the service and select 'properties'
  4. Copy the 'service name'
  5. Open up a command prompt by going to start > run and type 'cmd'
  6. In the command line type 'sc delete' and the 'service name'
  7. Press enter
  8. Reboot the PC
  9. Re-deploy Unattended access on that machine
  • Anon116815's avatar
    Anon116815
    Active Contributor
    3 years ago

    Thank you for your response.  Can this solution that can be completed remotely?  Can I start a new LMI session or will that prevent me from  deleting the correct service?  

     

    I support over 100 clients in this manner.  Many are hours away.      LMI unattended is installed on the desktops before deployment.  I now have 3 desktops at remote locations that have had this issue.  2 are fairly new  rollouts and one has been up for over 2 years and been accessed dozens of times.     This all started in the past month, but never in the 10 years previously.     Seems like something may be creating this issue.  We really need a solution or fix that prevents it from recurring.

     

    Steve

     

    Steve

    • KateG's avatar
      KateG
      GoTo Manager
      3 years ago

      Hi Anon116815 appreciate your response. 

       

      If you have RDP access to the unattended computers you should be able to remotely restart the rescue service on that computer, like turning the rescue software off and on again at which point it should reconnect to our servers. 

       

      This experience has been shared with the team. I see that you have a case open with support, you may need to provide logs to the computers that have this issue. 

      • Anon116815's avatar
        Anon116815
        Active Contributor
        3 years ago

        I do have another desktop on our domain that has the issue.  I have tried restarting the LMI service on that computer.  It did not resolve the problem.     When it reconnects it is still reporting the client as In Session.   

         

        I do need a solution that I can complete remotely for the other desktops.

        Steve